Welcome. My name is Stuart McKechnie, author of THE 4 DIMENSIONS OF TOTAL CUSTOMER SERVICE. Thanks’ for visiting my blog. The book reflects my thinking about customer service and organization performance acquired from over thirty years working with a wide variety of organizations in a tough competitive industry and from being CEO of my own international Organization Development and People Development Consultancy. The book addresses my belief that Customer Service has to go beyond ‘have a nice day’ and involve the ‘Total ’organization .The book considers a range of related topics and introduces ‘The Customer Service Hallmark’ a unique benchmarking and guiding customer service quality framework. Let me know your thinking and questions concerning Total Customer Service and about the book.

I will be using this blog to interact with you about THE 4 DIMENSIONS OF TOTAL CUSTOMER SERVICE and to expand on the topics and ideas within the book. This is a great place to have the Total Customer Service discussion and I look forward to hearing what you have to say. What do you think of the book? What questions do you have?

I will be returning here with new posts and responses to feedback from you. Until next time, tell me about yourself, your interest in customer service and let me know about your thoughts, ideas and questions about the book.